Customer Support and Success Specialist

Location: Remote - North American Time Zone
Shift Hours: 8AM to 5PM PCT (Pacific Time Zone) - Inclusive of weekend coverage (either a Saturday or a Sunday once a fortnight)

Ahrefs is a leading all-in-one marketing platform trusted by content creators, small businesses, and global brands. We help people grow their search traffic, research their competitors, and improve their websites.

The Role

We're looking for a Customer Success Specialist who enjoys helping people, communicates clearly and kindly, and can turn confusion into clarity.

Ahrefs is a powerful platform, and users sometimes need help understanding how to get the most out of it. That’s where you come in.

This role is more than support. You’ll be a guide, a problem-solver, and advocate for the user experience. Your work will directly impact how people experience and succeed with our product.

What You’ll Be Doing

• Answering customer questions via live chat and email
• Helping users understand and use Ahrefs’ tools effectively
• Troubleshooting bugs and product issues
• Reporting issues to our engineering team and following up to ensure resolution
• Sharing customer feedback with the product and marketing teams
• Contributing to improvements in our Help Center and support documentation

What We’re Looking For

• Excellent written English
• Strong ability to explain technical concepts in a simple, friendly way
• Fast typing and the ability to think on your feet
• Solid knowledge of SEO and digital marketing, including hands-on experience with Ahrefs
• Patience, empathy, and a problem-solving mindset
• A collaborative and reliable team player
• Strong self-discipline and time management skills

Nice to Have

• Experience supporting SaaS products
• Familiarity with tools like Intercom and Slack

Bonus

Want to get a feel for how we think? Explore the Ahrefs Blog or YouTube channel. We encourage all team members to stay curious — whether it’s about SEO, UX, or the future of search.